Customer Support Lead

<div class="content-intro"><h3>About Zipline</h3> <p>Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products.&nbsp;</p> <p>Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations.</p> <p>Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.</p> <p>We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.</p></div><p><strong>About the Role</strong></p> <p>Customer Support Leads are responsible for building and leading high-performing teams that deliver exceptional customer experiences at Zipline.</p> <p>This role combines people leadership, operational excellence, and customer advocacy. Customer Support Leads coach and develop Customer Support Specialists who support every aspect of the customer journey across phone, email, and chat communication. They lead through ambiguity, elevate team performance, strengthen operational execution, and help create a culture rooted in accountability, collaboration, adaptability, and continuous improvement.</p> <p>This is a highly visible leadership role for someone passionate about developing people, building culture, and scaling world-class customer operations in a fast-moving environment.</p> <p>This role is<strong> not available remotely </strong>and will be <strong>based in our Richardson, Texas office.</strong></p> <p><strong>What You’ll Do&nbsp;</strong></p> <ul> <li>Lead, coach, and develop a team of Customer Support Specialists focused on delivering exceptional customer and partner experiences.</li> <li>Build a strong, engaged team culture centered around trust, accountability, ownership, empathy, and operational excellence.</li> <li>Drive team performance through real-time coaching, feedback, development planning, and recognition.</li> <li>Serve as an operational leader by helping manage daily support execution, escalations, staffing needs, and service performance.</li> <li>Partner cross-functionally with operations, engineering, product, and leadership teams to improve workflows and elevate the customer experience.</li> <li>Navigate ambiguity confidently while helping the team remain focused, adaptable, and solutions-oriented in fast-moving situations.</li> <li>Identify opportunities to improve systems, processes, documentation, and team effectiveness as the organization scales.</li> <li>Lead by example through strong communication, professionalism, urgency, and customer-first decision making.</li> <li>Foster an environment of continuous learning, growth, and collaboration where team members are empowered to expand their skills and impact.</li> </ul> <p><strong>What you’ll bring</strong></p> <ul> <li>3+ years of experience in customer support, operations, hospitality, logistics, or another fast-paced customer-facing environment.</li> <li>Previous leadership, coaching, mentoring, or team development experience preferred.</li> <li>Passion for developing people, building culture, and creating high-performing teams.</li> <li>Strong operational mindset with the ability to prioritize effectively and lead through ambiguity.</li> <li>Excellent communication, problem-solving, and decision-making skills.</li> <li>Ability to remain calm, adaptable, and solutions-focused in high-pressure situations.</li> <li>Experience working within customer support, operational, or CRM platforms preferred.</li> <li>Curiosity, accountability, and a growth mindset.</li> <li>Flexible availability including evenings, weekends, and holidays as needed.</li> </ul> <p><strong>What you’ll bring</strong></p> <ul> <li>Team members feel supported, challenged, developed, and empowered to grow.</li> <li>Customers and partners consistently receive responsive, high-quality experiences.</li> <li>The team operates with strong accountability, collaboration, and operational consistency.</li> <li>Support is viewed as a strategic operational partner across the business.</li> <li>The culture reflects resilience, adaptability, ownership, and continuous improvement.</li> </ul> <h3><strong>WHAT ELSE YOU NEED TO KNOW&nbsp;&nbsp;</strong></h3> <div>The starting cash range for this role is $95,000 - $115,000. Please note that this is a target, starting cash range for a candidate who meets the minimum qualifications for this role. The final cash pay for this role will depend on a variety of factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may also include: equity compensation; overtime pay; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.</div> <div>&nbsp;</div> <div>Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to&nbsp;race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.</div> <div>&nbsp;</div> <div>We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!</div>